VISIBLY DAMAGED A NEW UPGRADED PHONE - REFUSE TO REPLACE IT. Cape Gate. Lower level shop nr.06.

BE VERY CAUTIOUS OF THIS BRANCH. THEY VISIBLY DAMAGED MY DAD'S NEW UPGRADED DEVICE AND REFUSE TO REPLACE IT.

The story: 6 April: My dad did an upgrade to a high end phone. Took it back on day 6, within the 7 days, not happy with low sound quality and over heating. The manager, a lady, was not friendly about it. It was send away for testing. After a lengthy time and no feedback, I inquired to find out the phone was back at the store, and the test was rejected due to the fact that someone else put their account on the phone. Which was so easy to prove that it's not my dad's. It's not his name, surname, or profile picture. If they only checked the customers information. It was sent back a second time. Again, the same lady, unfriendly, unprofessional manager dealt with it. Lengthy time, came back to the store: DAMAGED. A STRATCH ON THE FRONT SCREEN AND A MARK ON THE BACK. The store agent immediately said that it was sent away for testing damaged free, so the damage must have happenend at the testing department. The store agent immediately contacted again the same incompetant manager, who was not in the store that day, who answered, the "best she can do", is put a screen protector on the phone. We thought she joked. A new, expensive phone visibly damaged while in their possession. Also, the store could have damaged it and now blaming the other department. One also have to ask the question how they handle your property if it gets damaged. Clearly not with care. My dad insisted on a new device. It makes sense to get another one. Not scratched on the screen and a mark on it's back. The manager is simply refusing. The area manager cooked up another story, blaming Samsung for not paying the claim apparently. What next. We contacted the complaints department, and are waiting for feedback. But, who encouraged us to contact the store manager, who they are aware of, before the next steps. A manager that clearly are not well trained, in need of proper work ethics and have little to no customer service experience. And, the store still has the phone.

3 June: WE. DO. NOT. WANT. A. PHONE. THAT. YOU. DAMAGED.

WE INSIST ON A NEW DEVICE. STOP YOUR APPALLING SERVICE.

*LOOK AT THE FACTS.* *LOOK AT THE CUSTOMER CONTRACT.* *THE PHONE WAS DAMAGED WHILE IN YOUR POSSESSION.*